In response to an alarming 76% of UK consumers who have had a negative experience with an estate agent, Strawberry Star’s clients will now be able to choose how much of the commission fee they pay, depending on their experience of the service.
With over 4 million people in the capital alone contributing the highest levels of national discontent, the launch of tomorrow’s Estate Agent Evaluations report underpins the rationale behind Strawberry Star’s offer.
The report reveals just over 7.5 million people across the UK feel the number one frustration towards estate agents is the agent’s overriding interest in receiving commission over finding the right property for their client, with one in five respondents in London stating so.
Moreover, the current state of the property market sees customers bound by lengthy contracts that only account for the performance element of a transaction. These contracts must be adhered to if the agent achieves a sale or let, regardless of whether the client’s requirements are truly fulfilled, or if the calibre of customer service was acceptable or not.
Strawberry Star CEO, Dorian Beresford, said: “Consumers both at home and overseas continue to be dramatically underserved by their agents. The level of unsatisfied customers here in the UK is astonishing and representative of the frankly abysmal service delivered by many in the industry. We feel it is our obligation to redress the balance and put the power back into the hands of the public by literally putting our money where our mouth is. No tie-in periods, no false promises and if the client is not delighted by our service they get to choose how much of our fee to pay.”
Key findings unearthed in Estate Agent Evaluations include (using nationally representative population figures):
•Over 4.4 million consumers felt an estate agent had broken promises
•More people in London have had a bad experience with an estate agent than any other part of the UK – with 88% stating so
•Nearly one in 10 (9%) of the UK felt there was a lack of transparency from an estate agent – equating to over 4.4 million people
•There is a generational difference in the quality of service, with 8% of 25-34 year olds feeling pressured into purchasing a house by an estate agent – twice the national average
•15% of the London population felt an estate agent broke their promises. More than any other region in the UK
•In a regional comparison, the research found that London was the least satisfied with an estate agent, with a remarkable 88% admitting to a bad experience when looking for a property – over 4 million people
Beresford continued: “We put people over property and ensure every single one of our clients - whether owners, occupiers or investors from the UK and abroad - feel that they are receiving a personalised service and are dealing with people that genuinely care about what matters to them. This commitment stands throughout every stage of the buying, moving, selling and letting process. ”
